Ondo Health Insurance unveils 24/7 contact center to boost enrollee support

By Folashade Olorunfemi

The Ondo State Contributory Health Commission (ODCHC) has launched a dedicated 24/7 Contact Center to enhance communication between the Commission, its enrollees, and healthcare providers, in line with its mandate to deliver quality and affordable healthcare to all residents of the state.

Speaking during a press briefing in his office, the Director General of the Commission, Dr. Abiodun Oyeneyin, said the center was established to ensure timely resolution of complaints, provide accurate information, and offer seamless support to residents enrolled in the various ODCHC health insurance schemes. He stated that the helplines (02017004601, 02017004602) operate round-the-clock, including nights and weekends, with trained agents available to attend to callers.

Oyeneyin noted that the Commission’s rapidly expanding enrollee base made the previous system—relying on personal phone lines—unsuitable for handling the high volume of inbound and outbound calls. He stressed that the new Contact Center is a proactive measure, especially following the launch of the ORANGHIS informal sector scheme and the Commission’s target of reaching one million enrollees by 2027.

He added that most inquiries and complaints are now resolved promptly through calls, in line with the ODCHC’s commitment to improving access to care. Matters requiring additional processing time, such as change-of-facility requests or onboarding of new enrollees, are handled within clearly defined timelines.

Also speaking, the Head of Case Management at the Commission, Dr. Olamiji Ibitoye, revealed that the Contact Center currently manages an average of 30 calls and 10 new WhatsApp chats daily, with the volume expected to increase as more residents subscribe to the health insurance scheme. He noted that supervisors and a Contact Center Manager oversee daily operations to ensure all pending issues are resolved within 24 hours.